MS Teams Phone Calls & Dynamics CRM - Timeline Log

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Posted on by DavidFoz

Hi All,

Speaking with a customer currently who wants to use the MS Teams Phone Call integration with D365 Sales CRM.

I can see from the MS Teams Preview in CRM, how it's set up and then how that looks when you go to make a call which is all good.

However, does anyone know if when a call has been made by the user, if that then automatically updates the timeline in CRM with a phone call or some form of activity type?

I can see there is the ability to add notes and record transcript using conversation intelligence, but can't find anything which then shows the next steps on whether the timeline is updated or not or how the phone call is then tracked in reporting/dashboards etc.

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DavidFoz 25 on at

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RE: MS Teams Phone Calls & Dynamics CRM - Timeline Log

Thank you Nya, that is really helpful.
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Nya 29,056 on at

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RE: MS Teams Phone Calls & Dynamics CRM - Timeline Log

Hi,

Please refer to the following section:

Receive calls through Teams

You can receive calls in Dynamics 365 Sales. When a call is received, a notification is displayed in the lower-right corner of the page, as shown in the following image:

The caller name is automatically displayed when the phone number is associated with a record. For example, Kenny Smith is a lead and has the mobile number +1 123 456 7890 associated with his record. When you receive a call from +1 123 456 7890, the name Kenny Smith is automatically displayed; you can select the name to open the record.

To receive the call, select Answer. The Teams telephony panel opens and the call is connected. A phone call activity is created and appears on the timeline of the record. If the received call isn't associated with any record, only a phone call activity is created.